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Call Center Operator

Company: Eye Care Institute
Location: Santa Rosa
Posted on: November 22, 2022

Job Description:

Long established and well respected seven-doctor Santa Rosa comprehensive eye care practice is offering a full time call center position. This individual is responsible for providing a friendly and efficient patient experience, answering the telephone in a courteous and professional manner, directing calls to appropriate personnel promptly and accurately, and scheduling appointments in accordance with templates. Call Center Operator works closely with a team of medical call center professionals, ensuring that patients receive outstanding customer service as well as prompt call backs. Position is responsible for meeting productivity and customer service metrics to drive customer focused experience.


* High school graduate or equivalent.
* Experience using electronic practice management and/or electronic health record systems preferred.
* Excellent communication skills
* Experienced in use of general office equipment including keyboarding, use of computers, use of multi-line telephones and answering/transferring phone calls.
* Previous customer service or medical office role preferred.
* Fluency in English and Spanish preferred.


* Excellent customer service and communication skills.
* Accurate data entry.
* Ability to work as a team member.
* Management of multiple tasks simultaneously.
* Strong organization skills with attention to detail.
* Empathetic personality with concern and respect for patients' needs.
* Ability to establish and maintain effective working relationships with patients, employees and the public.
* Composure under pressure.
* Answers multi-line telephones promptly and courteously.
* Positive attitude.
* Ability to benefit from instruction and to learn from errors
* Knowledge of, and ability to abide by, regulatory and insurance requirements including, but not limited to, HIPAA, OSHA, and general medical record documentation
* Honesty and integrity.


(To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)


* Answers telephone calls promptly, courteously, and utilizing appropriate practice scripting
* Addresses the caller's concern.
* Directs all calls to appropriate personnel.
* Identifies emergency calls and schedules appropriately.
* Process or make appointment confirmation calls.

*Patient Experience*

* Schedules, reschedules, and cancels appointments as necessary.
* Answers the phones in a friendly and helpful manner.
* Provides support services to patients and medical staff.
* Greets and registers patients in a prompt, pleasant and helpful manner. Verifies necessary information, i.e., patient address, phone number, insurance.

*General Data Entry*

* Scanning information into systems
* Assignment of appropriate information attached to patient accounts
* Accurate capture of demographic information


* Provide cross coverage to front desk team
* Communications with billing team to ensure clean billing processes

*Motor, Sensory, and physical requirements*

* Must be able to operate modern office equipment (computer, phone, EPM/EHR software systems, fax, and copier).
* Must be able to circulate throughout office(s) to direct patients, have conversations with patients and family members: Speak and hear clearly.
* Must be able to get to various offices.
* Job requires both extended times sitting or standing in front of a computer. In addition, there is regular up/down from chair to walk throughout offices. Majority of the time is spent sitting.
* Minimal lifting requirements of office equipment and supplies (up to 30 pounds).


Job Type: Full-time

Pay: $19.00 - $21.00 per hour

* 401(k)
* 401(k) matching
* Dental insurance
* Employee assistance program
* Employee discount
* Flexible spending account
* Free flu shots
* Free parking
* Health insurance
* Health savings account
* Life insurance
* Opportunities for advancement
* Paid time off
* Retirement plan
Healthcare setting:
* Clinic
* Outpatient
* Private practice
Medical specialties:
* Ophthalmology
* 8 hour shift

COVID-19 considerations:
All staff and patients required to mask at all times when in shared spaces. COVID vaccination required for all staff per California law

Application Question(s):
* Have you been vaccinated against COVID 19 and, if eligible, received booster?
* In one paragraph tell us why you would be the best candidate for this position.

* Associate (Preferred)

* Customer service: 1 year (Preferred)
* Medical Scheduling: 1 year (Preferred)

Work Location: One location%58047475%

Keywords: Eye Care Institute, Santa Rosa , Call Center Operator, Other , Santa Rosa, California

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